Celebration of People & Ideas
Affinity Health Plan
Customer Service Department
"Dedicated to Excellence"
Claudina Vega-Sutton, has come a long way
from the day she started with Affinity. She demonstrates
eagerness to learn anything and everything. Show her once
and she runs with it. She looks at the situation studies it
and comes up with solutions. Claudina, was just given half
of the departmental projects so we can have all of our
Specialists available on the phones due to Customer Service
being short staff. Over the next couple of days she prepared
grids toward most of her projects and as she delegated them
she recorded the information on her grids. At 3:00 PM she
would be at her desk going over the transportation reports
one-by-one making sure everything was in order. Not only was
she handling these projects like a champ she embraced the
full concept of responsibility. Claudina, we never doubted
you. Management gave you the rope and you made a lasso at of
it.
Lissette Miranda’s personality and charisma
carries over the phone with anyone to whom she speaks.
Lissette changes the attitude of any caller when they call
Affinity Health Plan. She is pleasant, excited and bubbly
but she gives precise information and more. Lissette, makes
sure members have a clear understanding of every issue
related to their call. She will educate the member and
leaves them exhilarated.
Lissette has become a whiz at making Dr’s appointments. The
manner in which she presents herself encourages the member
to stay on the line while she makes these appointments. She
demonstrates a charisma within her as she conferences the
call to include the provider that just comes naturally.
Lissette consistently provides Knock your socks off Customer
Service.
Jocelyn Caba constantly displays excellent
ability in handling very difficult calls while working on
other projects like the Transportation Workflow Process. We
are recognizing her for her Perfect Attendance, for focusing
on the Team Goals with 100% Collaboration, and for her
dedication to Team B and to Customer Service Department.
Jocelyn is remarkable and “Dedicated to Excellence”.
Peter Wu does an outstanding job with the
Mandarin speaking members. He is Team B’s top representative
every month. Peter responds to a monthly average of 1,415
ACD calls with 99% Quality. We recognize Peter for his
“Commitment to Excellence”. He is Outstanding!
Delia Guale always goes above and beyond.
She’s always on top of any projects given to her and is
always asking for more. Delia goes above and beyond with
her ACD calls and Quality. She is always willing to stay
over time if needed and is approachable to the staff when
they need assistance at all times.
We recognize Sammy Guillen for taking on
all Specialist projects, assisting the staff when there are
member issues, and also assisting his Supervisor with Team A
guidance. Sammy has done an excellent job and has gained the
respect with his colleagues and continues to do an excellent
job with no hesitation.
If Migna Quiles position of Medicare
Advocate was just a job to her, no one would ever know it.
The attitude she displays towards our Medicare beneficiaries
results in a customer connection similar to that of best
friends. She’s always honest and upfront, devoted to finding
the Beneficiary’s root cause and addressing their issues
with a smile. She never limits herself to her specific
function. Migna is always ready to pounce at opportunities
for additional knowledge. The Medicare team looks to her for
guidance as she silently carries herself as their team
leader. As her direct Supervisor, I would like to take this
opportunity to applaud her efforts and dedication. Migna
Quiles, you define Altruism.
We would like to recognize Richard Spivak
for his hard work and dedication in assisting our members
and potential members. He represents Affinity Health Plan
over the phone and also interacts face-to-face with our
customers. He makes sure that he informs his peers of any
changes or updates that happen within our business area.
Members and peers can count on him and always have positive
feedback about him. Richard’s attendance is excellent and is
always on time with his projects. His professionalism speaks
for itself. We commend Richard Spivak for his work and
assistance in continuing to provide excellent customer
service.
Laje Sinanaj always displays an eagerness
to produce a higher call volume for our call center. She
always has a positive outlook for any changes that occur
within our company and has demonstrated an independent work
environment. She assists and communicates with her team and
she has the stamina to accomplish many things. We commend
her for her excellent work and assistance.
Mildred Rodriguez-Jaquez has continuously
shown exceptional knowledge of programs and plan benefits.
She accurately and effectively provides benefit
interpretations to our members and providers. Mildred has
provided stellar Customer Service to both external and
internal customers. She has demonstrated great leadership
while supporting our team as well as being a great team
player when a colleague has needed her assistance. She has
the ability to take on new responsibilities and contributes
to the implementation of changes that enhance the tools
needed to administer our daily duties. Mildred has been an
asset to the team as well as the company, she is always
willing to learn and takes on new challenges with stride.
Madeline Medina has been with the company
for over 6 years and has consistently maintained a Quality
average of 98% or greater. Madeline has always maintained a
dependable relationship with our members and with Affinity.
Madeline takes her time to consistently and properly educate
our members and adequately assess, resolve, and fulfill the
caller’s needs. She has demonstrated flexibility and
reliability when asked to come in early or to stay late to
accommodate our departmental needs. She is recognized as an
expert in what she does and has been selected as part of our
trainer’s team to share her knowledge in preparing,
educating, and training our newly recruited team players.
Madeline’s dedication and passion for what she does is
evident which makes her a key team player in our road to
success.
We want to acknowledge and recognize Kenia
Izquierdo. Affinity could not have continued to
build and implement a strong Transportation Network Team and
offer our Clients excellent customer service without her
strong drive and determination. Kenia quietly earns the
respect of her colleagues. It is a testament to her
character and integrity. She has proven to be a team player
and an excellent listener who chooses her words carefully
and show respect to everyone equally. These attribute’s show
real strength of character and will continue to add success
in her professional career. Kenia is an inspiration to all
her co-workers and we give her a big THANK YOU!
I want to recognize Mr. Peter Kim, who has
consistently proven to be a consummate professional.
Although the nature of our business can get a little hectic,
Peter continues to remain calm, always displaying excellent
Interpersonal Skill with our customers and true friendship
with his colleagues.
Peter has been an asset to his team and we are proud of the
work he has accomplished thus far. He has made an amazing
impact and contribution to the Customer Service Department
and the level of excellent service he provides. Peter has
been instrumental in handling a wide array of Customer
issues and knows when to buckle down and help handling a
large number of calls when necessary. He is organized and
diligent in his work and is always on time. We commend Peter
for his dedication to our customers, colleagues, and
Affinity Health Plan.
